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Veterans Health Administration is Hiring a Medical Support Assistant Near Lincoln, NE

Qualifications:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 09/30/2024.

Grade Requirements:
Creditable Experience

1. Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
2. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
3. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations:

GS-3 MSA (Entry Level) You must meet the Basic Requirements outlined above.
AND
be able to demonstrate all of the Knowledge, Skills, and Abilities (KSAs) listed below.

Demonstrated Knowledge, Skills, and Abilities
1. Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments.
2. Ability to utilize computer systems to enter administrative data in patient systems.
3. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care.


GS-4 MSA (Intermediate Level): Experience:One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. Examples of experience include but are not necessarily limited to: Meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments, utilize computer systems to enter administrative data in patient systems, learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care
OR
Education: Two years above high school (transcripts required).
AND
Demonstrated Knowledge, Skills, and Abilities.
In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:

1. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
2. Ability to use and navigate between various types of office automation equipment and software (i.e. computer systems, web based scheduling programs, insurance collection system, scanning software, multiple line phone systems, electronic faxing programs) to support patient care.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 MSA (Full Performance Level) Experience: One year of experience equivalent to the GS-4 grade level. Examples of experience would include but not be limited to: meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients; use and navigate between various types of automation equipment and software (i.e. computer systems, web based scheduling programs, insurance collection systems, scanning software, multiple line phone systems, electronic faxing programs) to support patient care; knowledge of basic medical terminology to assist in the provision of care to patients; recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
OR
Education: Four years of education above high school (transcripts required).
AND
Demonstrated Knowledge, Skills, and Abilities.
In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:

1. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
2. Advanced knowledge of medical terminology specific to understanding medical diagnoses and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns and refer to the appropriate staff as necessary to ensure a satisfactory resolution.

References: VA Handbook 5005/53, Part II, Appendix G, page II-G45-4 & II-G45-5

The full performance level of this vacancy is GS-5

Physical Requirements: The work is primarily sedentary, however, a great deal of walking to all parts of the Medical Center is required. The work also requires some bending, standing, and carrying of such things as the different type of Telehealth equipment, peripheral devices, light supplies and mail.

You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Responsibilities:

**PLEASE NOTE: ALTHOUGH THIS ANNOUNCEMENT REMAINS OPEN UNTIL SEPTEMBER 30, 2024, WE WILL BEGIN SCREENING APPLICANTS ON OCTOBER 6, 2023. WE WILL DO SUBSEQUENT SCREENINGS UP UNTIL THE ANNOUNCEMENT CLOSES AS NEW VACANCIES BECOME AVAILABLE.

Major duties include (but not limited to):

Customer Service

• Greet and check in patients, assist patients with mobile check-in if needed.
• Gather medical information if needed.
• Refer patients to appropriate member of health care team as needed.
• Report backlogs, difficulties in meeting deadlines, uncooperative physicians.
• Document complaints.
• Ability to identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

Perform receptionist duties

• Monitor copying and faxing.
• Answer and route incoming phone calls.
• Validate and update demographics.
• Verify insurance information in ICB

Scheduling Expectations

• Follow the current VA Scheduling Directive and Minimum Scheduling efforts

Administrative duties

• Checks Recall Reminder lists to avoid delinquencies.
• Prepare for clinic including printing appointment and clinic lists.
• Ensure encounter forms are completed.
• Ensure return to clinics orders are completed daily.
• Ensure recalls are completed daily.
• Consult report clean up daily.
• Routinely review of active/pending consults daily.
• Interpret, verify, and disposition of provider orders.
• Complete reports.
• Record meeting minutes, scribe with co-signer.
• Monitor appointments for area of responsibility.
• Monitor and maintain clinic grids with supervision.
• Process all transfers to other facilities.
• Monitor Audiocare.
• Perform basic eligibility requirements.
• Maintenance of warehouse supplies and clinic forms

Special Duties as assigned

Work Schedule: 40 hours per week. Tours will vary and will be discussed during the interview process
Telework: Not available.
Virtual: This is not a virtual position.
Recruitment Incentive: Not authorized
Functional Statement #/ Position Title: 000000/ Medical Support Assistant

Medical Support Assistant Basic Requirements:
Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
Experience and Education: Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
OR
Education: One year above high school.
OR
Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Certification. None required.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

1. Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
2. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
3. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
Physical Requirements. See VA Directive and Handbook 5019.
English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Job Summary